User comments on ISPs
  >> BT Broadband


Register (or login) on our website and you will not see this ad.


Pages in this thread: 1 | 2 | 3 | 4 | (show all)   Print Thread
Standard User madmart
(fountain of knowledge) Wed 27-Jan-16 10:08:12
Print Post

New Customer Woes


[link to this post]
 
Hi,

(Posted in BT's own forums as well)

I have taken out a phone broadband & TV package with BT, this was all activated on Friday (22nd). Because of BTTV & Infinity 2 I had to have an engineer visit

Prior to the engineers visit I had a fully working phone line.

The OR engineer came out and fitted a new faceplate, and a VDSL socket next to my existing equipment, to do this he had to make some modifications to my internal wiring...

All seemed good, TV worked, internet was blisteringly fast and the phone appeared to work, he called the number and it rang...

However.....

Later in the day when I tried to call I had a dial tone but numbers wouldnít dial, I reported this on line a fault was found and later it came back as fixed. I still cannot dial out though, when I dial the line goes silent and then after a short while I get a tone as if someone has hung up.

I tried the phone in different sockets but itís still the same.

I reported the fault this morning on live chat and this is where the problem starts, because there is no apparent fault, I have been asked to accept that I may be charged £129.99 if the engineer finds a fault with the internal wiring or if itís something I should have fixed.

I asked to speak to a supervisor and was told in no uncertain terms if I want the fault fixed I have to accept the conditions.

I have, because I need the line fixed accepted this however I find it totally unacceptable, the OR engineer is the only person to have touched my wiring or equipment since the house was built, the phone was working prior to his visit so why should I have to expose myself to £130, the CS assistant assured me it was unlikely that I would have to pay but would not rule it out and would not authorise and engineer without me accepting the potential charge...

I know Iíve not actually been charged yet, but the thought of £130 hanging over my head is NOT nice, and really galling considering the circumstances. Where do I stand here ?

So far not a great introduction into the world of BT.....

--
Mart.
Sky Unlimited

Edited by madmart (Wed 27-Jan-16 10:10:37)

Standard User ian72
(eat-sleep-adslguide) Wed 27-Jan-16 11:51:01
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
It would unfortunately be the same with pretty much any of the ISPs that use the BT infrastructure. BT retail get the same chance of being charged for faults as any other provider using BT Openreach for the underlying technology.

Have you tried another phone handset? Have you tried with the handset plugged in to the "test socket" behind the new front plate? If you have done both of these then chances of being charged are very low.

Unfortunately BT Openreach do this because they don't have control of the full end to end any more and faults in a customers premises related to things other than the line could cost them a lot and therefore they pass this charge on.

Edited by ian72 (Wed 27-Jan-16 12:10:50)

Standard User madmart
(fountain of knowledge) Wed 27-Jan-16 12:46:33
Print Post

Re: New Customer Woes


[re: ian72] [link to this post]
 
Hi,

Thanks Ian.

I've been a bit lazy to be honest and not tried the master socket, simply because the phone was working Thursday but not Friday after the OR visit, it would not surprise me if the fault was in my wiring, as I said the OR engineer had a right old root about and it's this that is bothering me. If a new engineer comes by and says it's internal I then get lumbered for £130 to fix the issue that they created !

--
Mart.
Sky Unlimited

Edited by madmart (Wed 27-Jan-16 12:48:22)


Register (or login) on our website and you will not see this ad.

Standard User Ribble
(fountain of knowledge) Wed 27-Jan-16 12:51:26
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
Have you done any diagnostics yourself such as disconnecting the modern cable from the socket and trying to dial out, or plugging your phone directly into the rest socket?
Standard User madmart
(fountain of knowledge) Wed 27-Jan-16 12:58:10
Print Post

Re: New Customer Woes


[re: Ribble] [link to this post]
 
Hi,

Like I said below, I've been a bit lazy on that front, I will tonight though..

The way I see it, OR were playing with my wiring, it's not working now so they should come fix for free, regardless of whether it's internal or external....

--
Mart.
Sky Unlimited
Standard User Ribble
(fountain of knowledge) Wed 27-Jan-16 13:01:36
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
Personally I like to fix things myself rather than wait for around for someone that may not even show up.
Make sure your phone is set to tone dialling and not pulse.
Standard User ian72
(eat-sleep-adslguide) Wed 27-Jan-16 13:02:25
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
If it is in your wiring they will charge.

However, if it is in your wiring then it could have been caused by the BT engineer in the first place - so in an ideal world they would fix it and compensate you for them breaking it in the first place - unfortunately I don't think it is an ideal world and fighting BT may be a struggle you don't want to take on.

EDIT : I agree with Ribble - do the tests so that you at least have more info if nothing else.

Edited by ian72 (Wed 27-Jan-16 13:03:32)

Standard User madmart
(fountain of knowledge) Wed 27-Jan-16 13:18:02
Print Post

Re: New Customer Woes


[re: ian72] [link to this post]
 
I will have a play tonight....

So, the OR guy comes in, takes off internal extension plates pulls wires out, breaks something and I have to pay to fix that ? Like I said the evening before, all was working fine....

--
Mart.
Sky Unlimited
Standard User madmart
(fountain of knowledge) Wed 27-Jan-16 13:19:47
Print Post

Re: New Customer Woes


[re: Ribble] [link to this post]
 
True, irks me though I should have to fix their mess.

Phone is as it was with Sky, so nothing different there....

--
Mart.
Sky Unlimited
Standard User ian72
(eat-sleep-adslguide) Wed 27-Jan-16 13:59:48
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
In reply to a post by madmart:
So, the OR guy comes in, takes off internal extension plates pulls wires out, breaks something and I have to pay to fix that ? Like I said the evening before, all was working fine....


You shouldn't have to - but it comes down to proving that it was caused by the engineer. BT have more clout to fight than us mere mortals. By doing the test you may show that it is NOT your wiring and therefore give more ammunition to avoiding the charge. And if it is the internal wiring then it could be temporarily fixed by using the test socket whilst you fight BT over their workmanship. It may even be a very easy fix that you could do yourself and guarantee you not getting charged.
Standard User RobertoS
(elder) Wed 27-Jan-16 15:10:36
Print Post

Re: New Customer Woes


[re: ian72] [link to this post]
 
In reply to a post by ian72:
And if it is the internal wiring then it could be temporarily fixed by using the test socket whilst you fight BT over their workmanship.
Care needed! If the OP were to do that and then tell anyone in BT they had, then they could claim the OP did the damage.
It may even be a very easy fix that you could do yourself and guarantee you not getting charged.
I'm trying to think what the problem could possibly be, to be honest!

I wonder if it still rings in, and can be answered.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59504/15641kbps @ 600m. - BQM
Standard User ian72
(eat-sleep-adslguide) Wed 27-Jan-16 15:56:03
Print Post

Re: New Customer Woes


[re: RobertoS] [link to this post]
 
There is a big problem here - if it isn't tested BT will charge if it turns out to be on the customer wiring and if they do test then as you say BT might say they broke it. As it stands I suspect it could be difficult to "prove" BT broke it no matter what the OP does...
Standard User madmart
(fountain of knowledge) Wed 27-Jan-16 16:30:36
Print Post

Re: New Customer Woes


[re: RobertoS] [link to this post]
 
Hi,

I'm trying to think what the problem could possibly be, to be honest! I wonder if it still rings in, and can be answered.


I will test the master socket but keep mum about that.....

The first fault was I could get a dial tone but dialling a number did not break the tone, that was recognized and supposedly fixed, now I still get a dial tone when I dial sometimes it breaks and the line goes quite and then after a time I get a disconnected tone, other times it fails to break, the line checker says there is no fault found....
Incoming calls ring, I can answer and talk to the other person....

Thanks for the help BTW.....

--
Mart.
Sky Unlimited

Edited by madmart (Wed 27-Jan-16 16:31:56)

Standard User Ribble
(fountain of knowledge) Wed 27-Jan-16 16:38:56
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
Disconnect the modem cable and if it works its probably a duff filter faceplate or cabinet filter

Edited by Ribble (Wed 27-Jan-16 16:40:02)

Standard User madmart
(fountain of knowledge) Wed 27-Jan-16 18:53:36
Print Post

Re: New Customer Woes


[re: Ribble] [link to this post]
 
Hi,
Tried disconnecting the router cable, made no difference.

Tried at the test socket and I can dial out so without a doubt internal wiring.

The volume seems noticeably louder at the test point.

Also, as a test I tried 1471, when on the internal wiring I get an incorrect number notification when I dial almost as though something is getting thro but not everything.

--
Mart.
Sky Unlimited
Standard User partial
(experienced) Wed 27-Jan-16 21:38:31
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
A short on the bell circuit will cause continuous dial tone and a test okay result on the line tester. You are also getting quieter dial tone which would indicate the resister is coming into play. Check that the same coloured wires are on the same terminals on all sockets.
Standard User professor973
(fountain of knowledge) Wed 27-Jan-16 22:34:30
Print Post

Re: New Customer Woes


[re: partial] [link to this post]
 
But it would not give an incorrect number ident on 17070 or 1471. Sounds the same trick OR played on me and hooked to wrong line.

Edited by professor973 (Wed 27-Jan-16 22:35:26)

Standard User ian72
(eat-sleep-adslguide) Thu 28-Jan-16 09:12:51
Print Post

Re: New Customer Woes


[re: professor973] [link to this post]
 
I think it is that the number is failing to dial correctly rather than that their number is not correct.
Standard User ian72
(eat-sleep-adslguide) Thu 28-Jan-16 09:13:28
Print Post

Re: New Customer Woes


[re: partial] [link to this post]
 
If the bell circuit causes that then wouldn't removing any connections to terminal 3 for the extensions remove that problem?
Standard User madmart
(fountain of knowledge) Thu 28-Jan-16 12:41:38
Print Post

Re: New Customer Woes


[re: partial] [link to this post]
 
Hi,

Thanks for the tip, something to check.

If I remove the master socket to isolate the internal from external, would be as easy as sticking a multimeter across the bell terminal and the other two and looking for some kind of resistance ?

When I moved in years ago I removed the bell wire from the master to boost my line speed, the OR guy has re-connected it, so that is for sure something that has changed.

I've also acquired one of these:- RS Stock No. 765-9612, Telephone Test Set any use for me ?

--
Mart.
Sky Unlimited
Standard User madmart
(fountain of knowledge) Thu 28-Jan-16 12:42:20
Print Post

Re: New Customer Woes


[re: ian72] [link to this post]
 
Correct Ian, fails to dial correctly......

--
Mart.
Sky Unlimited
Standard User madmart
(fountain of knowledge) Thu 28-Jan-16 12:46:24
Print Post

Re: New Customer Woes


[re: ian72] [link to this post]
 
At the end of the day, I think you are right it would be just my word, I could probably back it up with a bill from Sky proving I could dial out at one point, however going further that that would be my word against theirs...

I have booked an engineer for 5/2, that gives me a bit of time to try a few things myself and try and negate the risk....

--
Mart.
Sky Unlimited
Standard User ian72
(eat-sleep-adslguide) Thu 28-Jan-16 12:49:50
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
It could easily just be the bell wire that is causing the issue and may be a simple case of removing it again - it isn't needed for the extensions to operate. Carefully use a pair of tweezers/pliers to remove the bell wire from terminal 3 and see if that makes any difference.
Standard User ian72
(eat-sleep-adslguide) Thu 28-Jan-16 12:50:55
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
See my other post for first stage but it could be that the faceplate itself has some sort of an issue - if it does then BT should replace that as a warranty fix as they have only just fitted the thing.
Standard User RobertoS
(elder) Thu 28-Jan-16 13:25:18
Print Post

Re: New Customer Woes


[re: ian72] [link to this post]
 
I was puzzled right from the start about the changes made. In particular "and a VDSL socket next to my existing equipment, to do this he had to make some modifications to my internal wiring".

That doesn't sound like the simple addition of an interstitial filter plate. That, combined with not having a clue about how BT TV is wired up, is why I didn't immediately suggest removing the filter plate and trying connecting through a dangly filter into the test socket.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59504/15641kbps @ 600m. - BQM
Standard User madmart
(fountain of knowledge) Thu 28-Jan-16 13:46:02
Print Post

Re: New Customer Woes


[re: RobertoS] [link to this post]
 
Hi,

The guy split off the VDSL line and ran that trough a spare pair in my extension wiring to and extension near the TV, he then fitted an RJ11 socket next to the existing phone outlet.. To do that though I think he had to join the spare pair in at least one other extension, he had 3 of the 4 off at one point...

BTTV installation is a big fuss over nothing, Ethernet cable into the router and then TV aerial into the youview box, really don't need an engineer for that part...

I just plugged the phone directly into the test socket, as I said at that point it worked fine...

--
Mart.
Sky Unlimited
Standard User madmart
(fountain of knowledge) Thu 28-Jan-16 13:47:25
Print Post

Re: New Customer Woes


[re: ian72] [link to this post]
 
I'll have a poke with the multimeter tonight and then remove it, done without it for 5 years smile

Thanks !

--
Mart.
Sky Unlimited
Standard User RobertoS
(elder) Thu 28-Jan-16 14:09:38
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
In reply to a post by madmart:
The guy split off the VDSL line and ran that trough a spare pair in my extension wiring to and extension near the TV, he then fitted an RJ11 socket next to the existing phone outlet.. To do that though I think he had to join the spare pair in at least one other extension, he had 3 of the 4 off at one point...
I think we need some photos uploading somewhere, of the actual connections inside the sockets. Perhaps also of the sockets before you open them. That sounds odd.
I just plugged the phone directly into the test socket, as I said at that point it worked fine...
Sorry, I forgot that.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59504/15641kbps @ 600m. - BQM

Edited by RobertoS (Thu 28-Jan-16 14:18:54)

Standard User madmart
(fountain of knowledge) Thu 28-Jan-16 14:29:22
Print Post

Re: New Customer Woes


[re: RobertoS] [link to this post]
 
Hi,

I'll try the bell wire first tonight as thats dead easy, I have a KRONE tool so can wip them in and out fairly easily if it fixes things then great...

If not I'll take photos... I'll try to describe a bit better though...

Iíve a reasonably new build house with built in phone extensions with multi pair cable running between them, cant remember exactly how many, looking at it, it could be Cat 5.....

The new BT master socket has a separate pair of terminals for the VDSL signal, the OR guy connected a spare from the internal wiring to these terminals. Unfortunately the extension I wanted to use was not the first in the chain, so he had to join the VDSL pair in a couple of cable runs to get the signal to extension I wanted to use.

At that final extension he put a little wall mounted RJ11 socket on the wall and ran the VDSL pair out and into this... Like I said, if pulling the bell wire dont fix it Iíll take some pics...

Thanks for the help though....

--
Mart.
Sky Unlimited
Standard User RobertoS
(elder) Thu 28-Jan-16 15:17:34
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
So where is the router, at the master or near the TV? It sounds like near the TV. And "out and into this..." - this what? HomeHub 5?

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59504/15641kbps @ 600m. - BQM
Standard User madmart
(fountain of knowledge) Thu 28-Jan-16 16:34:03
Print Post

Re: New Customer Woes


[re: RobertoS] [link to this post]
 
Yea sorry its a HH5 and its now sitting next to the TV, great sync, no need to worry about that, I get the full 80/20 as I'm next to the Cab and exchange....

--
Mart.
Sky Unlimited
Standard User partial
(experienced) Thu 28-Jan-16 18:30:25
Print Post

Re: New Customer Woes


[re: ian72] [link to this post]
 
I got a feeling when the OP removes terminal 3 on the master, it's possible he may get no dial tone on the extensions. My money is on wrong wires in wrong places.
Standard User madmart
(fountain of knowledge) Thu 28-Jan-16 23:19:29
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
All,

I removed the bell wire and it all started working !

Thanks for all the help guys really appreciated !!!!!

--
Mart.
Sky Unlimited
Standard User RobertoS
(elder) Thu 28-Jan-16 23:21:29
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
LOL!

Cheers.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59504/15641kbps @ 600m. - BQM
Standard User 961a
(member) Fri 29-Jan-16 09:11:06
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
In reply to a post by madmart:
All,

I removed the bell wire and it all started working !

Thanks for all the help guys really appreciated !!!!!


Send BT a bill for, how much was it they said it would cost?
Standard User MHC
(sensei) Fri 29-Jan-16 11:08:28
Print Post

Re: New Customer Woes


[re: madmart] [link to this post]
 
The BT Tech reconnected the bell wire - that in itself should not have caused the problems. It does suggest that there is something else amiss further downstream - either in the wiring or hardware connected.


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
Standard User madmart
(fountain of knowledge) Fri 29-Jan-16 13:30:34
Print Post

Re: New Customer Woes


[re: MHC] [link to this post]
 
Dont doubt that for a minute,but it's been disconnected for 5 years so I'm not missing it, quite happy with the fix smile

--
Mart.
BT Infinity 2
Pages in this thread: 1 | 2 | 3 | 4 | (show all)   Print Thread

Jump to